Return Policy
Last Updated:
1. Overview
At Shaklyradhit, we are committed to providing high-quality IT support services to our clients. This Return Policy outlines the terms and conditions regarding service cancellations, refunds, and related matters for our IT support and management services. By purchasing or subscribing to our services, you agree to the terms set forth in this policy.
2. Service Subscription Terms
Our IT support services are provided on a subscription basis with monthly billing cycles. When you subscribe to any of our service packages (Essential Support, Professional Support, or Enterprise Support), you are committing to receive ongoing services for the duration of your subscription period.
2.1 Monthly Subscriptions
Monthly subscriptions automatically renew at the end of each billing cycle unless cancelled prior to the renewal date. You will be charged the applicable monthly fee at the beginning of each billing period.
2.2 Annual Subscriptions
Annual subscriptions provide a discounted rate compared to monthly billing and are paid in full at the time of purchase. Annual subscriptions automatically renew at the end of the 12-month period unless cancelled prior to the renewal date.
3. Cancellation Policy
You may cancel your service subscription at any time by providing written notice to our customer service team. Cancellation requests must be submitted at least 5 business days before your next billing date to avoid being charged for the following period.
3.1 How to Cancel
To cancel your subscription, please contact us through one of the following methods:
- Email: callme@shaklyradhit.world
- Phone: +64 4 499 2267
- Mail: Level 9, 33 Federal Street, Auckland CBD 1010, New Zealand
Please include your account information and the effective date you wish the cancellation to take effect. You will receive a confirmation email once your cancellation has been processed.
3.2 Effect of Cancellation
Upon cancellation, you will continue to have access to the services until the end of your current billing period. No refunds will be provided for the remaining days of your current billing cycle. After the cancellation becomes effective, you will no longer be charged for subsequent billing periods.
4. Refund Policy
We strive to ensure complete satisfaction with our services. However, due to the nature of IT support services, refunds are subject to specific conditions and limitations.
4.1 Monthly Subscription Refunds
Monthly subscriptions are generally non-refundable. However, if you are dissatisfied with our services within the first 14 days of your initial subscription, you may request a full refund. This 14-day satisfaction guarantee applies only to first-time subscribers and does not apply to subscription renewals.
4.2 Annual Subscription Refunds
Annual subscriptions may be eligible for a prorated refund if cancelled within the first 30 days of the subscription period. After 30 days, annual subscriptions are non-refundable. The refund amount will be calculated based on the number of complete months remaining in your subscription period, minus a 15% administrative fee.
4.3 Custom Service Agreements
Refund terms for custom service agreements and project-based work are specified in the individual service contract. Please refer to your specific agreement for details regarding cancellation and refund provisions.
5. Service Modifications and Downgrades
You may upgrade or downgrade your service package at any time. Changes to your service level will take effect at the beginning of your next billing cycle.
5.1 Upgrades
When upgrading to a higher service tier, you will be charged the difference between your current plan and the new plan, prorated for the remainder of your current billing cycle. The new rate will apply in full starting with your next billing cycle.
5.2 Downgrades
When downgrading to a lower service tier, the change will take effect at the start of your next billing cycle. No credits or refunds will be issued for the difference in cost during the current billing period.
6. Service Interruptions and Credits
We are committed to providing reliable and consistent service. In the event of service interruptions or failures on our part, you may be eligible for service credits.
6.1 Scheduled Maintenance
Scheduled maintenance windows do not qualify for service credits. We will provide advance notice of any planned maintenance that may affect service availability.
6.2 Unscheduled Downtime
If our services experience unscheduled downtime exceeding the service level agreement (SLA) thresholds specified in your service package, you may be eligible for service credits. Credits are calculated as a percentage of your monthly fee based on the duration and severity of the outage.
6.3 Requesting Service Credits
Service credit requests must be submitted within 30 days of the service interruption. Credits will be applied to your account and used toward future billing cycles. Service credits cannot be redeemed for cash.
7. Hardware and Equipment
If you have purchased hardware or equipment through Shaklyradhit, different return terms may apply.
7.1 Hardware Returns
Hardware products may be returned within 30 days of delivery if they are unused, in original packaging, and in resalable condition. A restocking fee of 15% may apply. Shipping costs for returns are the responsibility of the customer unless the return is due to our error or a defective product.
7.2 Defective Products
If you receive a defective product, please contact us immediately. We will arrange for a replacement or repair at no additional cost. Defective products must be reported within 14 days of receipt.
8. Refund Processing
Approved refunds will be processed within 10-15 business days of approval. Refunds will be issued to the original payment method used for the purchase. Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.
9. Non-Refundable Items and Services
The following items and services are non-refundable:
- Completed project work and consulting services
- Custom development or configuration work
- Third-party software licenses purchased on your behalf
- Emergency support services rendered outside of regular service hours
- Training sessions that have been conducted
- Setup and onboarding fees
10. Disputed Charges
If you believe you have been incorrectly charged, please contact our billing department immediately. We will investigate the matter and resolve any billing errors promptly. Please do not initiate a chargeback with your credit card company before contacting us, as this may result in service suspension and additional fees.
11. Service Termination by Company
We reserve the right to terminate service agreements in cases of non-payment, violation of our Terms of Use, or other breach of contract. In such cases, no refunds will be provided for the current billing period, and you may be responsible for any outstanding balances.
12. Force Majeure
We shall not be liable for any failure or delay in performing our obligations under this policy due to circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, labor disputes, or government actions. In such cases, our obligations will be suspended for the duration of the force majeure event, and no refunds will be provided.
13. Changes to This Policy
We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes indicates your acceptance of the modified policy. We encourage you to review this policy periodically.
14. Governing Law
This Return Policy is governed by the laws of New Zealand. Any disputes arising from this policy or our services shall be resolved in accordance with New Zealand law and in the courts of New Zealand.
15. Customer Satisfaction
Your satisfaction is important to us. If you are experiencing issues with our services or have concerns about billing, we encourage you to contact us before requesting a cancellation or refund. Our team is committed to working with you to resolve any problems and ensure you receive the quality service you expect.
16. Contact Information
For questions about this Return Policy, to request a cancellation or refund, or to discuss any concerns about our services, please contact us:
- Email: callme@shaklyradhit.world
- Phone: +64 4 499 2267
- Address: Level 9, 33 Federal Street, Auckland CBD 1010, New Zealand
- Business Hours: Monday - Friday, 8:00 AM - 6:00 PM NZST
17. Additional Terms
This Return Policy should be read in conjunction with our Terms of Use and Privacy Policy. In the event of any conflict between this Return Policy and other agreements you have with Shaklyradhit, the terms of your specific service agreement shall prevail.